Technical Support Specialist
Resume:
Ezenwa Nwachukwu
Atlanta, GA *****
*********@*****.***
Healthcare IT professional with 7+ years of experience supporting EHR systems like (Epic, Cerner, Athena), resolving 95% of end-user issues, and optimizing workflows to improve clinical efficiency by up to 30%. Proven track record in EHR implementation, system integration, and remote training delivery, with a 75% boost in user satisfaction through hands-on support. improved intake processes to reduce service wait times by 30%. Strong blend of technical healthcare knowledge, with consistent success in driving adoption, ensuring HIPAA compliance, and completing IT projects with 100% efficiency.
Work History
Technical Support Specialist
Dignity Health, Remote January 2025 -
Current
Diagnosed and resolved 90% of walk-in hardware issues for phones, tablets, and laptops,
including battery, screen, and charging port repairs. Delivered hands-on support and education to customers, improving technical understanding and
post-repair satisfaction by 75%.
Managed customer check-ins and check-outs for repairs, reducing average wait time by 30%
through streamlined service intake processes.
Facilitated accessory recommendations and upselling, increasing retail accessory sales by 40%
among customers with device issues.
Resolved 10% of software-related concerns while maintaining a 95% resolution rate for
hardware-related issues in high-volume, fast-paced environments. Epic Ambulatory Credential Trainer (contract)
Stoltenberg Consulting,
Atlanta, GA
May 2024 -
December 2024
Skills
Mentored new hires, resulting in stronger staff development and increased productivity.
Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Wrote training manuals for providers and the nursing staff positions according to strict company guidelines and workflow protocols.
Trained and mentored provider new personnel hired to fulfill various roles.
Facilitated virtual, in-person and blended learning sessions. Application installations
Remote desktop services and
support
Customer experience
management
End-user training
Software implementation
Clinical documentation
Workflow Analysis
Software configuration
Issue resolution
Application support
Computer maintenance
Desktop support
Service desk support
Task prioritization
Customer service
Remote technical support
Epic Beaker Go-Live Team Lead
PHATIC IT January 2024 - April
2024
Clinical Application Analyst
Medical University of South
Carolina
August 2023 -
December 2023
Epic Support Analyst
St. Luke's Health System January 2021 - May
2023
Provide leadership and direction to team members, set clear goals and objectives for the team, motivate team members, and foster a positive working environment, delegate tasks effectively and ensure timely completion, provide guidance, support, and mentorship to team members, Handle conflicts and resolve issues within the team
Serve as a liaison between team members and upper
management, facilitate communication within the team and across site locations, conduct regular team meetings to discuss progress, challenges, objectives during go-lives and listen to team members' feedback and address any concerns or suggestions
Conduct regular performance evaluations and provide feedback to team members, maintain accurate records of project progress, decisions, and outcomes, Prepare reports and presentations for management and stakeholders
Ensure that My End of Report is up-to-date and accessible to ALKU Managements, Also Foster collaboration and teamwork among team members
Encourage knowledge sharing and cross-functional cooperation and promote a culture of inclusivity, respect, and open communication.
Assisted unit clerk with documenting patient admission, transfer, discharge, and requesting patient transport Provided support with troubleshooting interfaced hardware devices
Assisted technicians with access issues and guided them through account setups
Demonstrated professional customer service skills while assisting users with technical inquiries and troubleshooting Supported physicians with medication reconciliation for admission, discharge, and transfer, signing notes and orders from in basket
Supported nurses with charting vitals, I/O, adding and removing LDA on flowsheet, charting, and documenting medication.
Designed, developed, implemented, facilitated, and evaluated staff development and training initiatives for new Epic software in the ambulatory setting
Collaborated with managerial and other essential personnel to conduct needs analyses, facilitate learning, close performance gaps, and drive change
Verified subject matter by interviewing end users, observing Athena Implementation Trainer
Village Podiatry Centers January 2019 -
December 2020
Cerner Clinical Trainer
Northside Hospital January 2016 -
December 2018
Education
BBA, Information Technology December 2015
University of West Georgia
the performance of methods, and referring to technical or regulatory documentation
Tracked procedures, workflow, manuals, and training materials to ensure that the most recent version was distributed and worked within the guidelines of the document control process Provided classroom and individual training for end users on the functionality and workflows of EMR system
Supported end users in 1:1 training and learning retention Conducted needs analysis for user groups to determine training needs and learning strategies
Followed up and resolved training issues and how-to questions. Configured and customized clinical content within Athena Clinicals
Delivered Front desk clinical end-user Athena support during go-live
Customized encounter plans and order sets, as requested by the provider case log
Built and applied encounter plans, HPI templates, ROS templates, schedule templates, task assignment overrides, clinical paper forms, etc
Reviewed customer feedback to drive and promote product updates/developments when needed and closely monitored these processes
Consistent engagement with Marketing research and planning for new and existing customers.
Provided ATE support for Physicians and Nurses in Power Chart CPOE, A/T/D process, Physician Worklist, EPCS, Discharge mPage, and Dyn Doc Note creation
Assisted nurses in creating a Patient List, MPTL, documenting Assessments, MAW/MAR, POC device integration, and
Discharge Readiness process
Guided staff in clinical best practices and evidence-based methods.
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